Customer satisfaction Romania URTP - Relations...آ  Customer satisfaction and & customer relationship

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  • CCustomerustomer satisfaction and & satisfaction and & customer relationship managementcustomer relationship management

  • CCustomerustomer satisfaction and & satisfaction and & customer relationship managementcustomer relationship management

    Overview • Three types of questionnaires • Rules to launch a questionnaire

    • Objective (identification of the target direction of investigation) • Identification of the target market • Making up the list of questions;table with the possible questions; • How the questionnaire look like? • How many copies are they needed? • How is the optimum solution for distribution? • How will we collect the answers?

    • Sorting the answers • The Report and the Conclusions

    • Planning • Making up de plan for measures

    • How can we raise the neccessary funds?

    • Does we need for publicity? If “yes”, which is the best media?

    • Follow-up to accomplish the measures • Launching a new questionnaire for a new evaluation, after implementing the measures.

  • CCustomerustomer satisfaction and & satisfaction and & customer relationship managementcustomer relationship management

    Three types of questionnaires

    • The questionnaire • The professional questionnaire • The opinion survey

    The difference between them: • whom they are addressing to • the size • the investigation area • how they are filling in

  • CCustomerustomer satisfaction and & satisfaction and & customer relationship managementcustomer relationship management

    Rules to launch a questionnaire Objective (identification of the target direction of investigation)

    Just only one aspect, which can be for instance:

    § passenger information, or

    § the reaction to a forseen implementation of a measure, or

    § the quality of the service you offer, or

    § you just want to draw the attention towards a good behavior in a means of PT

    Usually there are forseen all the aspects: economic, social, demographic, even the strategy which are implicated in the PT offer.

    The opinion surveyThe questionnaire

  • CCustomerustomer satisfaction and & satisfaction and & customer relationship managementcustomer relationship management

    Rules to launch a questionnaire (continuation 2)

    Identification of the target market

    This is the same for both kind of questionnaire.

    • the existing passengers, which can be restricticted to:

    • those coming from a certain area

    • students

    • housekeepers, etc

    • the existing passenger + potential ones (which can be also devided as above)

    • the potential ones

  • CCustomerustomer satisfaction and & satisfaction and & customer relationship managementcustomer relationship management

    Rules to launch a questionnaire (continuation 3)

    Making up the list of questions;

    Min. 4 – max. 10 questions30 – 40 questions

    The opinion surveyThe questionnaire

    The initial list will be as long as possible; then you can cut those questions which are not so relevant to your objective & target market.

  • CCustomerustomer satisfaction and & satisfaction and & customer relationship managementcustomer relationship management

    List of possible questions

    -------WhomWhom??

    -------HowHow??

    ---Till where?

    ---WhereWhere??

    -For which?

    On which?

    -From which?

    To which?

    -WhichWhich??

    ---Till when?

    ---WhenWhen??

    With what?

    For whatOn what?

    -From what?

    To what?

    By what?

    WhatWhat??

    With who?

    For who?

    --From who?

    To whom?

    By who?WhoWho??

    WithWithForForOnOnTillTillFromFromToToByBy

    Rules to launch a questionnaire (continuation 4)

  • CCustomerustomer satisfaction and & satisfaction and & customer relationship managementcustomer relationship management

    Rules to launch a questionnaire (continuation 5) How the questionnaire look like

  • CCustomerustomer satisfaction and & satisfaction and & customer relationship managementcustomer relationship management

    Rules to launch a questionnaire (continuation 6) How many copies are they needed

    About 25% of the target market, or 5% from the total number of annual passanger travels.

    The rate of the answers received is 5 - 6%, as the result of the way to fill in the questionnaire

    2% of the target market, or 0,5 – 1% from the total number of annual passanger travels.

    The rate of the answers received is 100%, as the result of the way to fill in the questionnaire

    The opinion surveyThe questionnaire

    As we want that a questionnaire (no matter the type) to be credible, to represent a solid base for further measure implementation, they must spread to as much possible citizens as possible; statistically speaking the min number of them are:

  • CCustomerustomer satisfaction and & satisfaction and & customer relationship managementcustomer relationship management

    Rules to launch a questionnaire (continuation 7) Distribution & How is the optimum solution for distribution

    Depending on the target market:

    the existing passengers,

    those coming from a certain area – in the ticket sales points

    students - in their study centers

    housekeepers, - by mail

    the existing passenger + potential ones (which can be also devided as above) – The same as abobe + mail

    the potential ones – in areas where there is less PT usage

    Depending on the target market:

    There will be distributed 10 times more flyers to invite the citizent to participate to the open questionnaire. In the flyer must be indicated: the day, hour, location, who is organising the open questionnaire, what prise is gained for fillind in the questionnaire. The campaigne can be supported in the local press.

    The opinion surveyThe questionnaire

  • CCustomerustomer satisfaction and & satisfaction and & customer relationship managementcustomer relationship management

    Rules to launch a questionnaire (continuation 8)

    Sample of the flyer

  • CCustomerustomer satisfaction and & satisfaction and & customer relationship managementcustomer relationship management

    Rules to launch a questionnaire (continuation 9)

    How will we collect the answers

    Depending on the way the surveys were distributed

    – in the ticket sales points, or

    - in the stops, or

    - in spercial boxes, placed in very circulated areas (but warched), or

    - by mail (offering a preaddressed envelope in the envelope sent with the survey), or

    - by e-mail, etc

    On the spot (the event location)

    The opinion surveyThe questionnaire

  • CCustomerustomer satisfaction and & satisfaction and & customer relationship managementcustomer relationship management

    Sorting the answers

    1. First stage • A statistical gropuping: a big table from which you can see the no. of repondees,

    gropuped on kind of ocupation, gender, age, ty of passanger

    • Make a percentage of each kind of above mentioned cathegories

    2. Second stage • For each question make a file cathegorising of the answers received:type and

    percentage

    • Then write the suplimentary suggestions received, in order of their frequency

    • For each new suggestion it must be written the possible solution of the problem, including funding

    • At the end must be a general conclusion about the answers received.

  • CCustomerustomer satisfaction and & satisfaction and & customer relationship managementcustomer relationship management

  • CCustomerustomer satisfaction and & satisfaction and & customer relationship managementcustomer relationship management

  • CCustomerustomer satisfaction and & satisfaction and & customer relationship managementcustomer relationship management

    ThankThank youyou forfor youryour kindkind attentionattention !!

    VioricaViorica SarmanSarman viorica.sarman@urtp.roviorica.sarman@urtp.ro